Overview:
Permanent
From 80,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (2 days per week in the office)
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love. Join us as a Senior Partnership Manager - Customer Service and you'll be a big part of this.
Role Purpose: As Senior Partnership Manager in Customer Services, you'll be responsible for a complex Customer Service operation. You will ensure our Business Process Outsourcing (BPO) Partnership delivers services that provide effortless customer service every time across various customer interaction types, prioritising first-contact resolution and customer satisfaction. You will take ownership to drive a high-performance culture across the operation in line with B&Q behaviours, purpose and commitments. This role involves partnering with our inhouse teams and offshore provider to ensure the partnership can deliver exceptional operational performance, resolving issues and driving improvements in line with B&Q expectations, standards and goals. The role requires a thorough understanding of contact centres, BPO industry, contract management and commercial retail acumen, as it is responsible for ensuring both parties adhere to and deliver in line with the contracted stipulations. The Senior Partnership Manager understands and interprets available reporting and insight to effectively to drive continuous improvement and customer satisfaction. This position demands ability to foster effective working relationships at all levels, working cross-functionally across business functions and geographical locations
to ensure seamless delivery of services. A pivotal position in enhancing customer experiences, this role demands a broad customer service background, with experience in balancing strategic goals, leading large contact centre teams and ensuring strategy meets on-the-ground realities to maximise customer satisfaction. What's the job?:
Key Accountabilities / Responsibilities:
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